Product Support Engineer - Americas

Product Support Engineer - Americas

This role sits at the intersection of technical troubleshooting and customer experience within a fast-growing enterprise SaaS environment. You will be responsible for diagnosing and resolving complex technical issues while ensuring customers receive timely, high-quality support across integrations, APIs, and product functionality. Working fully remotely across the Americas, you will collaborate closely with engineering and support teams to investigate system behavior, improve documentation, and surface recurring issues that can inform product improvements. The environment is highly technical and collaborative, requiring strong analytical thinking and clear communication. You will also contribute to enabling internal support teams by sharing technical knowledge and improving processes. This position is ideal for someone who enjoys solving complex problems while directly improving customer success and product quality.

Accountabilities:

In this role, you will provide advanced technical support to customers while helping improve system reliability, documentation, and product experience. You will act as a key link between customers and engineering teams, ensuring issues are resolved efficiently and insights are translated into product improvements.

• Diagnose and resolve technical issues related to APIs, integrations, system behavior, and product functionality
• Analyze logs, reproduction steps, and system data to troubleshoot complex technical problems
• Collaborate closely with engineering teams to escalate bugs and support product improvements
• Identify recurring customer issues and contribute to long-term solutions through documentation and process improvements
• Create and maintain internal and external knowledge base articles, support guides, and troubleshooting documentation
• Gather and relay customer feedback to influence product development priorities
• Support and enable internal support teams by sharing technical expertise and best practices

Requirements:

The ideal candidate brings strong technical support experience combined with a customer-first mindset and the ability to clearly communicate complex technical concepts. You are comfortable working across systems, APIs, and integrations in a fast-paced, remote environment.

• Strong technical background in software applications, APIs, integrations, and troubleshooting workflows
• Experience analyzing logs, debugging system behavior, and resolving technical incidents
• Excellent communication skills with the ability to explain technical topics to non-technical users
• Customer-focused mindset with a strong commitment to delivering high-quality support experiences
• Ability to collaborate effectively with engineering, support, and cross-functional teams
• Comfortable working in an asynchronous, remote-first environment
• Strong attention to detail and ability to document issues clearly and accurately
• Adaptability to evolving products, systems, and processes

Benefits:

• Fully remote role across Canada and the Americas
• Competitive salary with equity participation
• Unlimited PTO with recommended annual rest periods
• Comprehensive health coverage including medical, dental, and vision (for eligible regions)
• Generous home office, equipment, and learning stipends
• Paid parental leave and strong focus on work-life balance
• Long-term equity flexibility with extended exercise windows
• Collaborative, high-trust environment focused on ownership and impact